SPS Associate [T4], SPS T4

At Amazon.com, we strive to be Earth’s most customer-centric company. To support this vision, we need exceptionally talented, bright, and driven people. If you would like to help us build the place to find and buy anything online, this is your chance to work hard, have fun, and make history.

The Selling Partner Support (SPS) organization in Amazon provides world-class support to our global Selling Partners, and is looking for a SPS T4 Associate in our program. The T4 Associate is accountable for providing support on tickets governed by internal service level agreements. The T4 Associate is responsible for creating a high-performance culture that demonstrate levels of ownership, accountability and selling partner advocacy that enable the vision of a remarkable Selling Partner/SPS/T4 on boarded groups’ experience. By serving as the first resolution point for SPS Associates supporting Trouble Tickets from Sellers, Brands and Vendors.
Roles and Responsibilities
This includes, but is not limited to:
• The SPS T4 Associate demonstrates end to end ownership of every ticket raised coupled with proactive problem solving and provides exceptional support.
• Along with handling tickets, T4 Associates cater to end-to-end resolutions for sellers by taking ownership of cases as a 1st time resolver, ensuring seller issues are resolved at the first point of contact.
• Demonstrates effective, clear and professional written and oral communication.
• Provides prompt and efficient service including the appropriate escalation of the issues.
• Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues.
• Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.
• Contributes to a positive team environment and proactively aids team members with difficult contacts as needed.
• Maintains acceptable performance metrics such as quality, productivity, first contact resolution, and attendance.
• Actively seeks solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions.

Key job responsibilities
* Respond to Seller Queries via Phone, Chat and Email
* Handle queries from sellers across the world in their time zone
* Follow available guidelines while handling contacts to ensure seller experience

A day in the life
* Ensure Tools and resources are working before handling a contact
* Follow guidelines while responding to seller queries
* Highlight issues through available mechanisms

Basic qualifications

• 1+ years of customer service experience
• 1+ years of driving process improvements experience
• Speak, write, and read fluently in English
• Experience with Microsoft Office products and applications
• Experience with Excel
• Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
• Bachelor's degree, or experience at Amazon (full-time)

Preferred qualifications

• Work flexible schedule including weekends, nights, and holidays
• Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.